At EIH, we stay abreast of technological advancements to not only help us provide guests with an unforgettable experience, but also place us a notch above our peers.
Our digital initiatives include:
Our iPad-interface, Oberoi Enhance, controls all in-room gadgets – from lights to window blinds and in-room entertainment. Guests can also use it to order room service, book spa appointments and pay the bill. Our infotainment system has 36 radio and TV channels from around the world.
Employees in the hotel can offer anything that costs a maximum of Rs. 1,500 to any number of guests any number of times, without seeking the approval of their superiors. 85-100% of our guests who received the 'Power of 1,500', were pleasantly surprised by the gesture and also mentioned that our service exceeded their expectations.
We set up The Oberoi Centre of Excellence to enhance smooth operations within the secretarial, legal and financial teams of the Group. The Centre, rightly called ‘Heart of the House’, helps centralise payments to vendors, suppliers and brand partners. Hosted via Cloud, it creates payment databases using analytics, with bots being used to reduce human intervention. We witnessed a significant reduction in the time taken to close our annual accounts due to the centrally controlled automated account systems.
All the necessary guest details required during check-in and check-out are captured on iPads, with customer documents being scanned, not printed. We use Samsung Tablets across our restaurants for smooth billing. Along with the food they have ordered, a tablet is sent to each guest’s room to confirm the bill.
Set up in 2002, the Oberoi Contact Centre (OCC) is the Group’s unique business model. It is operational 24x7 and serves globally as a single point of contact for all Group hotel reservations and related services. This includes revenue optimisation, yield control, database warehousing, data mining and back office responsibility for specified hotels and resorts. It also serves as a source for marketing intelligence. Over 150 skilled professionals at the OCC work every day to ensure the smooth functioning of the hotels, which makes for memorable experiences for our guests.
Some of the processes we undertake at the OCC to offer best-in-class service to our guests include:
We have 107 toll-free domestic and international numbers through which guests will be connected to the Oberoi Contact Centre(OCC).
The reservation services, including inventory and rates are managed by the Oberoi Contact Centre.
The Opera Reservation System (ORS) is the reservation software used to process FIT/group reservations for all domestic Oberoi Hotels & Resorts and Trident Hotels.
ORS helps us ascertain detailed availability and rates information, and acts as a database for guest details, including past and future stay information. This system is integrated with Opera Property Management System, which is utilised by hotels for the seamless transfer of booking information.
When a reservation is made through our brand website/GDS/third-party websites, the reservation seamlessly travels to ORS through the TRUST interface.
Our reconfirmation team ensures all reservations processed over a call or via email are confirmed and registered with us. Existing reservation details are reconfirmed and relevant details not available at the time of processing the reservation are obtained.
Dedicated personnel are appointed to reconfirm all city hotel reservations. There is a separate team that manages the reconfirmation of leisure hotel reservations.
All itinerary-based reservations for a minimum stay of five nights are managed by this team. Besides handling reservations, they are a one-stop shop for related travel assistance, such as intercity transfers, sightseeing and special experiences.
This team handles bulk reservations for all our leisure hotels. Any booking over five rooms or 10 paying guests is considered a group. The team not only handles booking requests, but also assists in optimising our hotels in all destinations where we have a presence.
This team is the custodian for cleaning, merging and maintaining correct guest, travel agency and company profiles on Opera. They also generate important reports, such as Study of Arrivals and Registration Card Database summary reports. Additionally, the team handles Air Miles operations.
To ensure smooth functioning of our processes, we use the following IT services:
1. Siemens and Hi-Path
2. MTNL AND Tata Tele Services (our domestic and international telecom service providers)
3. Internet services including TRUST software
4. Opera Reservation System (reservation software)
5. OCC 24X7 (our intranet database)
6. AVAYA (our telephony platform, call recording and call audit software)
7. IdeaS (a forecasting, inventory and rate management tool)
8. Vision (a network data interface used for revenue management)